Top 5 Differences Between Microsoft Unified Paid Support & US Cloud Premier Paid Support
#1 CONSUMPTION-BASED VS. AS NEEDED
Premier is a consumption-based support model. You buy the number of hours you think you will need in a given year. Overall, most Sourcing, Procurement and Vendor Management (SPVM) buyers feel that Premier gets them closer to their actual needs most of the time.
Unified is an as needed support model. The issue being that some SPVM buyers and organizations don’t need support for all Microsoft products and cloud services – they simply don’t use all of them. As a result, they can’t justify the significant cost increase and wasted IT budget dollars by moving to Unified.
#2 TAM VS. CSAM
Premier offers TAMs. US Cloud Premier Support offers Technical Account Managers (TAM) as part of of Premier Support. TAMs typically have 10+ years experience in Microsoft technologies and a degree in MIS, IT or CS. TAMs investigate the client’s business objectives, anticipate current and future technology needs, develop a strategic technology solution roadmap and lead the proposed solution work-streams to bring clients to that future state. Salary: $100,000 to $170,000. Key US Cloud KPI: Customer Satisfaction
Unified offers CSAMs. Microsoft Unified Support offers Customer Success Account Managers (CSAM) as part of Unified Support. CSAMs typically have 2-4 years experience in MS technologies and a degree in business, MIS, IT or CS. CSAMs drive program management and acceleration of cloud adoption by providing cross-engagement oversight, resource orchestration, and blocker escalation, in close collaboration with key account team unit members and business partners supporting customer success. Salary: $75,000 to $145,000. Key Microsoft KPI: Cloud Spend
#3 US ENGINEERS VS. OFFSHORED
Premier offers US engineers. US Cloud Premier Support offers 100% USA domestic Microsoft-certified engineers with 15+ years average staff experience who are screened for security and compliance. US Cloud supports several large US Federal Government agencies that require “support sovereignty” from their partners, meaning none of their data ever leaves US territory. This closes a huge security hole that often goes overlooked, as well as providing frictionless communication and better service for our customers day-to-day.
Unified offers offshored engineers. Microsoft Unified Support offers offshored engineers and cannot guarantee that your support information will not leave the US. Microsoft Unified’s lack of “support sovereignty” leaves many clients in highly regulated industries noncompliant or exposed to unnecessary risk. From an operational perspective, outsourced support at Microsoft often leads to needlessly restating issues, poor communication, and frustration.
#4 DEDICATED SUPPORT ENGINEERS (DSE)
Premier has 200 hour minimum. US Cloud Premier Support has a 200 hour DSE minimum for all Microsoft technologies. Premier Support DSE rates are $295 per hour. Lower rates are available with volume and multi-technology commitments.
Unified has 600 hour minimum. Microsoft Unified Support has a 600 hour minimum for Microsoft 365 and Azure DSEs. All other MS technologies have a 400 hour DSE threshold. Unified Support DSE rates are $315 per hour.
#5 SUPPLIER DIVERSITY
Premier offers supplier diversity. US Cloud Premier Support offers organizations IT supply chain diversity for their Microsoft support services. Most enterprises and government agencies have supplier diversity mandates to hep increase the pool of suppliers and promote healthy competition leading to cost savings and drive economic growth in our communities. US Cloud is a certified women owned business (WBE) and certified women owned small business (WOSB).
Unified is not a diverse supplier. While Microsoft Procurement does have a formal Supplier Diversity Program for its own procurement needs, it is not a diversity supplier itself. Microsoft encourages its partners and customers to seek out a diverse supplier base. “Our commitment to helping people realize their potential extends from our products to our procurement practices.” Microsoft Corporation is a publicly held, Fortune #14 multi-national enterprise with 2022 revenue of $198B and 220,000 employees.